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We looked at the Council’s approach to handling complaints, including: its updated complaints policy and its arrangements to process and respond to complaints in line with this policy; and how it monitors and learns from complaints.
The Council has taken steps to improve its complaints arrangements, but the Council is not always responding to complaints in a timely way and there are weaknesses in its arrangements to support service improvement and reduce the number of complaints. For example, in 2022, the Council implemented a new IT system to track its complaints and, in 2025, it updated its complaints policy. However, we have identified some areas which could be strengthened, particularly given the numbers of complaints to the PSOW about the Council’s complaints arrangements. These include application of its new policy, IT system, staff training and oversight.